Vice President, Customer Support

isolved • ,

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About The Position

The Vice President, Customer Support is responsible for managing all aspects of customer support and service. The Vice President develops isolved's customer support strategy and manages the overall performance of people and processes to achieve the highest levels of client satisfaction. This position will be charged with working with other senior leaders to identify short- and long-term goals for the company and determine what role customer support can play in improving client relationships, satisfaction, and company response time to issues.

Requirements

• Bachelor's degree in business, or related field
• 15+ years relevant experience including client facing duties
• 10+ years of demonstrated experience leading large teams
• Experience managing customer support departments that have achievable scalable growth: individual contributors and leader/managers, remote and local and blended teams.
• Must have experience managing multiple specialties: technical project management, solution engineering, and technical support teams
• A passion for team building, mentoring, and empowering others
• Demonstrated ability to inspire and motivate team members to deliver consistent results that frequently exceed expectations
• Committed to building a diverse team with an emphasis on talent and skill development

Nice To Haves

• May require advanced degree.

Responsibilities

• Directs and manages the Customer Support team and function.
• Responsible for managing, coaching and developing a team of highly effective Customer Support Representatives, Managers & Directors.
• Responsible for developing and strengthening the team to excel in facilitating solutions to a wide variety of problems, leveraging organizational resources and best practices
• Understands, develops and implements strong program management practices (Change Requests, Issue Management, Risk Management, and Decision Tracking) and champions them within the organization
• Implements best practices, identify high risk areas and mitigate inefficiencies
• Accountable for meeting predetermined revenue objectives and margin targets while solidifying relationships with clients.
• Exceeds client expectations with respect to the quality and strategic thinking.
• Be a key client advocate internally and externally, anticipating and resolving delivery issues with the client and managing the performance of internal delivery resources
• Accountable for working with the sales, strategy, technology and other teams.
• Responsible for exceeding business objectives, project profitability and customer service satisfaction objectives.
• Responsible for developing and client relationships at senior levels.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager